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Unable to sync due to server error

New Here ,
Feb 17, 2017 Feb 17, 2017

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Hi,

I know this problem apparently occurred already every often, but reading the answers/threads didn't help me.

This problem started yesterday, never had it before and really don't know what to do. It's very frustrating. I tried to upload the files online, there I get the message to clean up my archive, but there is no single file in there 😞

I have a MacBook Pro and I really need to work.

Any help would be very much appreciated.

Cheers, Ana

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File sync

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correct answers 1 Correct answer

Adobe Employee , Mar 08, 2017 Mar 08, 2017
After working with our engineering department we determined that the issue was related to one of collaborators exceeding their storage quota in a collaborated folder. Whenever a collaborators exceeds their storage amount to where they can no longer sync, it will also impact any other collaborators using the same collaborated folders too. They will receive server errors and be unable to complete the syncing process or add additional files to the collaboration folder until the issue is resolved wi...

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Adobe Employee ,
Feb 17, 2017 Feb 17, 2017

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Hi Andrea,

Sorry to hear about your difficulties. A few additional questions to ensure I understand.

How much space shows as being used online at Adobe Creative Cloud ?

storage used.jpg

Do you use File Sync on the computer?

Thanks,

- Dave

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New Here ,
Feb 17, 2017 Feb 17, 2017

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Hi Dave,

thank you so much for getting back to me!!!

I only use 5.6 GB of my 20GB (I attached the screenshot).

Bildschirmfoto 2017-02-17 um 17.31.36.png

I am not quite sure what you mean by File sync on my computer, but I guess yes. I have my Creative Cloud Files on my Computer and normally it syncs whenever I save something in my shared folders.

I hope these answers help you.

Thanks,

Andrea

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Adobe Employee ,
Feb 17, 2017 Feb 17, 2017

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Thanks for the info Andrea. I'll have our engineering check your account. It doesn't sound like you should be getting this error with the information you've provided.

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New Here ,
Feb 17, 2017 Feb 17, 2017

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Ok. Than I will wait and see if it works again. I hope they can fix the problem. Thank you very much.

Cheers,

Andrea

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New Here ,
Feb 19, 2017 Feb 19, 2017

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Hi David,

the problem is still there, nothing has changed or improved. Do you know if engineering check my account already?

Thanks for your help.

Cheers,

Andrea

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Adobe Employee ,
Feb 20, 2017 Feb 20, 2017

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Hi Andrea,

I've reported it but I don't know anyone has had a chance to check it yet. I've sent a follow up message so hopefully they'll get to it soon, sorry for the delay.

Cheers,

- Dave

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Adobe Employee ,
Feb 22, 2017 Feb 22, 2017

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Hi Andrea,

I got feedback from our engineering department that everything looks okay from there side. Are you still experiencing the issue?

Cheers,

- Dave

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New Here ,
Feb 24, 2017 Feb 24, 2017

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Hi David,

unfortunately I still have the same problem. Over one week now I can not upload anything into my shared folders. It is very frustrating. Is there any other help you can give me???

Cheers,

Andrea

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Adobe Employee ,
Feb 24, 2017 Feb 24, 2017

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Hi Andrea,

Sorry to hear you're still having problems and sorry its taking a while to get this fixed.

Engineering suggested we try this:

.1 Turn off File Sync from the Creative Cloud app preferences

prefs.jpg

prefs2.jpg

2.  Sign out of the of Creative Cloud app

signout.jpg

3. Restart the computer

4. Launch and sign back into the Creative Cloud app

5. Turn on File Sync and see if you continue to get the error

If you continue to get the error could you capture a screen shot of the error and post it here for reference?

Thanks for your patience,

- Dave

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New Here ,
Feb 27, 2017 Feb 27, 2017

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Hi David,

thank you for your answer. I did what you asked me to do - no luck unfortunately. I still get the same message. The files are still not synching.

What else can I do??

Cheers,

Andrea

Bildschirmfoto 2017-02-27 um 10.49.27.png

Bildschirmfoto 2017-02-27 um 11.09.46.png

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Adobe Employee ,
Feb 27, 2017 Feb 27, 2017

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Thanks for testing Andrea, I'll follow up with engineering again and see what they recommend next.

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Adobe Employee ,
Mar 08, 2017 Mar 08, 2017

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After working with our engineering department we determined that the issue was related to one of collaborators exceeding their storage quota in a collaborated folder. Whenever a collaborators exceeds their storage amount to where they can no longer sync, it will also impact any other collaborators using the same collaborated folders too. They will receive server errors and be unable to complete the syncing process or add additional files to the collaboration folder until the issue is resolved with the user who had exceeded their quota.

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